Lowongan Kerja Client Support Helpdesk Representative PT Helpster Solutions Indonesia
About the Position:
Operations are the heartbeat of our service – ensuring our partners are levels ahead than the general market in terms of their quality and speed of work and are good platform participants – as businesses depend on Helpster Workers to drive their productivity 24/7/365. As the Client Support Helpdesk Rep you are responsible for all of our Silver Tiered clients who have either technical platform questions or worker issues. You are a proven problem solver and able to work between the lines of multiple departments, whilst being obsessed about customer service and responsiveness.
Tanggung Jawab Pekerjaan :
– Responds to all customer inquiries within the agreed Working Hours SLA (<45 minutes). - Review new SRs coming in and post it to ID-ALL. - Guides customers, resolving their issues by being thorough in understanding how to use and explain how to use our platform and being able to escalate Worker challenges to his/her counterpart in the Customer Support Worker Rep. - Maintain accurate records in our CRM and helpdesk software. - Where required jump in and make changes to Staffing Requests (such as marking no shows) on behalf of the client. - Troubleshoot timesheet issues with the client, where they have disputes over shifts, coordinating responses from workers that the Customer Support Worker Rep elicits. - Be proactive working with the Operations Coordinators that manage Silver clients, to get ahead of problematic SRs, such as those with clock in issues. In such a case it is expected the CSH would make an outbound call to let the client know prior to them ringing and notifying us.
Syarat Pengalaman :
Communication skills, people development, attention to detail.
– At least 2 year of experience in an operations team
– Fluent in Bahasa, solid in English
– Excellent interpersonal and communication skills – able to actively engage with Partners and internal staff
– Passionate in people development and welfare
– Willing to learn and implement projects at the direction of Fulfillment
– Organized and process driven
– An obsessed problem-solver